Strikedeck Radio: Customer Success Live

Strikedeck Radio: Customer Success Live

www.strikedeck.com
Podcast by Strikedeck & Kristen Hayer
45 - Chad Horenfeldt, VP of Customer Success at Updater
Jan 10 • 34 min
Kristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.
44 - Arjun Devgan, VP of Global Customer Success at Percolate
Dec 27, 2018 • 33 min
Kristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can…
43 - Lindsey Kapsa, Director of CS at Schoology
Dec 13, 2018 • 31 min
In this episode, Kristen chats with Lindsay Kapsa, the Director of Customer Success for Schoology. They talk about the journey Schoology went through as they added Customer Success to their company.
42 - Lauren Costella, VP of Customer Success at Medrio
Nov 29, 2018 • 38 min
Lauren Costella is the Vice President of Customer Success at Medrio, a member of The Success League advisory board, and a frequent blogger on a variety of Customer Success topics. She is back on the podcast to chat with Kristen about how to optimize your…
41 - Ed Powers, VP of Client Success at InteliSecure
Nov 15, 2018 • 32 min
Ed Powers, the Vice President of CS for InteliSecure, is a frequent speaker on the topic of neuroscience and Customer Success. In this episode, Kristen and Ed discuss how people make the renewal decision, as well as ways that CSMs can better engage their…
40 - Donna Weber, Principal at Springboard Solutions
Nov 1, 2018 • 30 min
Kristen chats with Donna Weber, the Principal at Springboard Solutions, a consulting company that focuses on helping companies create amazing onboarding experiences. This episode covers how you can build an orchestrated onboarding journey for your…
39 - Andrea Spillman-Gajek, Former Senior VP of Operations & Customer Success at Captricity
Oct 18, 2018 • 40 min
In this episode, Kristen talks to Andrea Spillman-Gajek, formerly the SVP of Operations & Customer Success for Captricity. Andrea was one of the founding members of the Captricity team, and built their Customer Success function and team from scratch. She…
38 - Chad Horenfeldt, VP of Client Success at Updater
Oct 4, 2018 • 38 min
Kristen chats with Chad Horenfeldt, the Vice President of Client Success at Updater. In this episode, they talk about focusing on productivity and how Customer Success professionals can get more of it.
37 - Ari Hoffman, Success Fanatic at MindTouch
Sep 20, 2018 • 54 min
In some of our recent episodes we’ve focused on helping customers achieve business outcomes that are tied to KPIs and goals. Ari Hoffman, Success Fanatic for MindTouch, joins Kristen to talk about how to balance the focus on goals and outcomes with…
36 - Vitor Lopes, Former Head of Customer Success at EMnify
Sep 6, 2018 • 26 min
Vitor Lopes is a Customer Success professional based in Berlin, Germany. Vitor is formerly the Head of Customer Success for EMnify, and is currently advising early stage companies. He joins Kristen to talk about ways that you can tailor your CS program to…
35 - Anne Liiri, Customer Success Director at Vainu
Aug 23, 2018 • 34 min
In this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the…
34 - Kim Oslob, Former VP of Global Customer Success at Whisbi
Aug 9, 2018 • 34 min
Kristen chats with Kim Oslob, then the Vice President of Customer Success at Whisbi, based in Spain. Kim is based in Silicon Valley, but managed a team located in Europe. This episode covers the ins and outs of managing a remote, global team.
33 - Suraj Mohandas, VP of Customer Success at Spear Education
Jul 26, 2018 • 42 min
Kristen chats with Suraj Mohandas, the Vice President of Customer Success for Spear Education, an organization that is dedicated to the pursuit of great dentistry through ongoing education for dentists and dental practices that provides continuing…
32 - Antoine Valentone, VP of Customer Success at Teamable
Jul 12, 2018 • 37 min
Antoine joins Kristen to chat about the future of Customer Success and factors shaping these developments, including shifts in the buying experience, an on-demand culture, and how Sales & CS will need to evolve to handle this, along with much more. Tune…
31 - Damien Howley, VP of Client Success at Passport
Jun 29, 2018 • 49 min
Damien and Kristen share the perspective that CSMs should be able to elevate the conversation with customers to the executive level. This episode covers why that is so important, and how to change the conversation from a product focus to a business focus,…
30 - Megan Dilley, Head of CS at Chewse
Jun 12, 2018 • 36 min
Megan Dilley, a customer success advocate who most recently served as the head of Customer Success at Chewse joins Kristen to discuss compensation for CS teams, including alternatives to variable comp, and how it all relates to human behavior.
29 - Shane Metcalf, Co-Founder & VP of Customer Success at 15Five
May 17, 2018 • 53 min
Shane Metcalf is the VP of Customer Success at 15Five, a company that has a fantastic product that helps keep employees engaged with managers, and provides a platform for performance management and communication. Kristen was a customer of theirs for…
28 - Joanel Bernardo, Director of Customer Success at Concord Worldwide
May 3, 2018 • 35 min
Joanel Bernardo, who recently transitioned to a new role at Concord Worldwide, joins Kristen to discuss how she managed customer expectations as the previous Global Manager of Customer Success, Service, and Delivery for Hortonworks. This is a foundational…
27 - Maheen Memon, Director of CS at Nulogy
Apr 20, 2018 • 28 min
Maheen Memon is the Director of Customer Success at Nulogy, a supply chain aggregation platform based in Toronto, Canada. Maheen really grew up in Customer Success at Nulogy, and has been there for the past 5 years. She joins Kristen to talk about how you…
26 - Manoj Jonna, VP of Customer Success at YayPay
Apr 6, 2018 • 38 min
Manoj has been with YayPay since they were a very early stage startup, and has served in a variety of roles – including Sales, Partnerships, and Customer Success. As they have grown, he has focused his energy on the Customer Success function, and has seen…
25 - Loni Spratt Brown, Head of CS at Entelo
Mar 22, 2018 • 47 min
Loni rejoins the podcast to cover how she’s been able to configure Salesforce to fill the needs of her Customer Success team at Entelo. She’s our first repeat guest on the podcast, so we’re thrilled to welcome her back!
24 - Pallavi Gadepalli, Director of Customer Experience at Druva
Mar 9, 2018 • 34 min
Pallavi joins Kristen to chat about her previous role at Cisco, where she was the Customer Success Lead Product Manager for Cisco’s Next Gen Firewall solution. Join us to hear more about how to approach customer success in a complex, highly technical…
23 - Angie Im, Director of Customer Success at Lumiata
Feb 22, 2018 • 25 min
Angie Im is the Director of Customer Success at Lumiata, a company that employs AI-powered analytics to help organizations precisely identify & manage risk at the individual level. Angie has a background at the intersection of healthcare, data, and…
22 - Michael Fulvio, Director of CS at SeamlessDocs
Feb 8, 2018 • 28 min
Michael Fulvio, the Director of Customer Success for SeamlessDocs, joins Kristen to elaborate on how he got into Customer Success from Inside Sales, and his tips for working constructively with the Product team! Throughout his time at SeamlessDocs, he has…
21 - Benjamin Timmons, Director of CS at Singular.net
Jan 25, 2018 • 38 min
Ben joins Kristen to discuss how his background in Customer Success, with a recent role at Optimizely, as well as in entrepreneurship, co-founding two companies helped him develop a very effective, but somewhat scrappy, approach to building a health…
20 - Jim Kalbach, Head of Customer Success at MURAL
Jan 10, 2018 • 35 min
Jim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer…
19 - Evan Addams, National Sales and Partnership Lead at NoWait(Yelp)
Nov 21, 2017 • 43 min
Evan joins Kristen to discuss how he grew from joining NoWait as an early hire, all the way through leading Sales, and eventually experiencing an acquisition by Yelp. This is great one if you want to hear how you can expand your influence at a startup and…
18 - Cam Williams, Head of CS at Healthify
Nov 21, 2017 • 24 min
Cam joins Kristen to share how incorporating discovery into Healthify’s new customer onboarding process was transformational for their clients! Tune in for a detailed breakdown of their onboarding procedure, and how they’ve customized it based on what…
17 - Michael Connery, Director of Customer Success at BetterCloud
Nov 3, 2017 • 28 min
Michael, who has a long history in both Support and Customer Success, shares how Success and Support can team up to provide an amazing experience to customers.
16 - Boaz Maor, VP of Customer Success at OpenGov
Oct 18, 2017 • 27 min
Boaz joins Kristen to discuss the ins and outs of customer marketing, and how to implement it from the Customer Success department. The first step? - Becoming besties with your CMO! Tune in for more prescient on the future of this partnership, and how to…
15 - Matt Edwards, VP of Customer Success At Alation
Sep 28, 2017 • 24 min
Matt joins Kristen to talk about everything he’s learned about building high-performing teams in Customer Success, including his criteria for determining high-performance, how to generate passion in employees, and win friends & influence people. Tune in…
14 - Thomas Enochs, VP of Customer Success at Heptio
Sep 14, 2017 • 50 min
Thomas Enochs, VP of CS at Heptio at joins Kristen to discuss how his company decided to start with a Customer Success team instead of a Sales team! Tune in for the practical and philosophical reasoning behind the decision, and the practical…
13 - David Verhaag, VP of Client Experience at Degreed
Aug 31, 2017 • 39 min
David joins us at the Workshop Cafe in San Francisco to chat about how Customer Success can benefit from working with Sales, and shares a tactical action plan to get things moving in a positive direction. Tune in for a great discussion including whether…
12 - Irene Lefton, VP of Customer Success at Medigram
Aug 18, 2017 • 47 min
Irene Lefton shares her insights from working in multi-generational workplaces, and how Gen-X’ers, Millennials, and Baby Boomers view communication and technology in their careers. Tune in to hear stories from Irene’s and Kristen’s work experiences, and…
11 - Steve Schwartz, Sr. Director of CS at FreeWire Technologies
Aug 3, 2017 • 35 min
Steve & Kristen get together at the Workshop Cafe in San Francisco to discuss their favorite Customer Success books, what they’re reading currently, and which books have helped them the most in their careers so far.
10 - Kristen Hayer with a Summer Update
Jul 10, 2017 • 1 min
We’ll be back with more podcasts very soon! Enjoy your summer, and tune back in early August for more interviews with CS leaders and professionals sharing their perspectives.
9 - Tom Lipscomb, VP of Customer Success at Datanyze
May 19, 2017 • 42 min
Tom Lipscomb discusses how he looks at leading, lagging, and process performance indicators, and goes into detail on how to implement all of them. He also goes into depth on how to get started with the right KPIs & metrics if you’re just getting started…
8 - Lauren Costella, VP of CS at Medrio
Apr 26, 2017 • 40 min
Lauren Costella goes into detail of how she went about choosing a CS platform, and what to think about when making your decision.
7 - Loni Sprat, Director of CS at Entelo
Mar 27, 2017 • 44 min
Loni, who works for a company that deals in recruitment technology, discusses how she builds CS teams, and what she looks for in a new recruit. She explores how to build a Customer Success organization, the various roles you should introduce as you scale,…
6 - Mark Pecoraro, CS Executive - Part 2
Mar 9, 2017 • 30 min
Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like…
5 - Mark Pecoraro, CS Executive
Feb 10, 2017 • 44 min
Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like…
4 - Doug Whitmire, Director of Sales & Customer Success at CoStar Group
Jan 30, 2017 • 32 min
Doug leads a joint Sales & Customer Success initiative and explains how he makes it work. He discusses how he transitioned his team from a reactive “customer care” approach to a truly proactive Customer Success experience.
3 - Carey Wong, Director of CS at LearnUp
Dec 23, 2016 • 40 min
Carey Wong, Director of Customer Success at LearnUp, shares the story of her career development, and how she went from being the first CSM at her company, to leading the entire CS operation. Anyone, even non-CSMs can learn from her journey!
2 - Jack Phillips & Victorina McAdam from PresenceLearning
Dec 6, 2016 • 23 min
Kristen Hayer, CEO & Founder of The Success League, chats with Jack Phillips, VP of Customer Success, and Victorina McAdam, Head of Implementation, at PresenceLearning about how they structure their onboarding, and optimize their implementation. They…
1 - Kim Oslob, VP of CS at Whisbi
Nov 16, 2016 • 23 min
Kristen Hayer, Founder and CEO of The Success League, hosts a discussion with Kim Oslob, VP of Customer Success at Whisbi, on how to structure the first 6 months of leading a new CS team. See Kim’s original blog post that inspired this podcast here:…